Field Service Technician

KEY RESPONSIBILITIES

Customer Technical Support

• Serve as a technical contact person for B2C customers, share the technical support phone number, and respond to phone calls as needed
• Provide remote technical support, resolving the most common issues via phone
• If and when matters cannot be resolved remotely, manage reverse logistics to Nairobi HQ for in-person diagnosis
• Perform diagnosis on failed products, classify field tickets depending on warranty status based on evidence, and document inspection findings
• If necessary, escalate field tickets to the field engineer, or the relevant specialist; mechanical engineer, electrical design engineer, engineering operations manager, or the CTO
• Perform robust repairs as needed, arrange customer payment with Finance/Ops if necessary
• Quality control repaired machines by performing milling tests or equivalent before dispatch
• Document field tickets in the field ticketing system including their current status, the reported symptoms, the diagnosed root cause, and the performed repairs
• Participate in weekly field ticketing meetings to review ticket status, progress, and blockers

Perform solar installations in rural Kenya as needed

• Work with the sales team and the customer to understand installation specifics; product configuration, installation location, roof type, orientation, cabling needs
• Perform remote site survey via video calls if needed to ensure the needs are well understood
• Travel to the location using local transportation, own boda boda, or by driving as needed
• Perform installation to the highest quality standards, train the customer, sign the handover documentation, receive sign-off from line manager
• Keep installation equipment in good condition, if and when replacements are necessary, request them from line manager
• Assign EPRA T2 license to the company

Act as an interface with the rest of the engineering team, sales, and external partners

• If new technical issues are confirmed during the technical support work, inform the rest of the engineering team, explain the symptoms, help reproduce it, and add it to the Bug tracker
• Support the sales process by representing the company and answering the potential customer’s technical questions
• Support engagement with donors, funders, and partners during technical field visits and demonstrations

QUALIFICATIONS & EXPERIENCE

Must-have:

• A Diploma or Bachelor’s degree in Electrical Engineering, Mechanical Engineering, or a related field
• An EPRA T2 license
• At least 1 year of experience working with solar installations, and/or agroprocessing machinery
• A valid driver's license and min. 2 years of driving experience
• Practical skill list: multimeter use, basic PV diagnostics, wiring best practices, basic mechanical troubleshooting,
• Extreme attention to detail and dedication to the highest levels of quality
• Ability to learn manuals in detail and perform them to the dot
• Excellent spoken and written English and Kiswahili